American Home Shield [AHS]

Michael Braden
3412 W. Monterey Street
Chandler, AZ 85226
[protected]@bradenmsi.com

American Home Shield
860 Ridge Lake Blvd.
Memphis, Tennessee 38135

Dear American Home Shield,

I am writing this letter to you to describe the horrendous and unfulfilling experience my family and I were made to endure from both American Home Shield and from your contractor in Phoenix, Arizona; Consolidated Mechanical Inc. Additionally, I therefore am requesting full resolution and immediate re-imbursement for the following:

• $730.00 which is the difference in cost between R-410A and the R-22 suggested by Consolidated Mechanical, Inc. I was intentionally misled and given false and inaccurate information by Consolidated Mechanical which is the contractor you assigned to my service request. Details regarding this are found in the attached Exhibit which is a detailed and chronological accounting of the events that unfolded regarding my request for service and the unimaginable and horrific service we were made to endure.
• The refunding of my $100 Service Fee that was promised by Abigail one of you Supervisors from your Call Center in the Philippines due the length of time it took to fulfill my service requests and for the failure of your Supervisors and your escalation teams to follow-up with me regarding a myriad of issues.
• $1, 744.40 for the pain, suffering, anguish, inconvenience, and time I took away from my business to deal with AHS, your Customer Service Team and the overall un-professional and unethical work performed by your contractor, Consolidated Mechanical Inc. And for your failure to approve repairs in a timely manner.

I feel it is important to remind you that your company was chosen based on the interactions I had with your company a few years ago when I moved my Home Warranty to AHS. Integrity and promises of prompt response times and the ability to escalate claims if warranted were the main factors in trusting American Home Shield with the Warranty for our home. We trusted you with our well being and you did nothing but let us down throughout this ordeal.

Sadly, the levels of bureaucracy and redundancy that you have built into your service model and protocols make it virtually impossible to reach the appropriate departments who actually have the ability to make things happen. Overall, the language barrier with your call center and your Customer Service being in the Philippine's is also a hindrance to your customers, however that pales in comparison to the companies you have licensed to complete the warranty work for you. And, specifically in my case, Consolidated Mechanical Inc. of Phoenix, AZ. Your contractor did not have qualified technicians to look at the entire operation of my AC/Heat Pump to properly diagnose the problems. The shoddy and sub-standard work was evidenced and backed up by another one of your approved contractors who were called out to perform a 2nd opinion and thank the good Lord they knew what they were doing.

I am requesting a formal reply in writing by September 30th, 2021, and I thank you in advance for your quick response and to your fairness in reading my complaint, including the attached Exhibit with a fair and open mind. I hope my situation is the anomaly and not the normal for your clients. But, that being said, what happened to me should never happen to anyone, especially from a reputable company like AHS that we entrusted to protect us.

Respectfully,

Michael T Braden

EXHIBIT

I placed my initial Service request online via the AHS website on Wednesday July 28, 2021 regarding a loud, obnoxious whining sound emanating from my Heat Pump/AC unit. I received confirmation that my Service request as given to Consolidated Mechanical Inc. and that they would contact me to set an appointment. After not hearing from the contractor all day on the day I place the request I contacted Consolidated Mechanical on Thursday the 29th which is evidently the date AHS has as the date my claim started. Either way, I was informed that a technician would be out Monday morning to take a look at my unit. I asked if that was the fastest response time available I was told yes, especially this time of year. (Summertime in the Phoenix area regularly produces temperatures between 105 - 116 degrees).

On Monday August 2nd, 2021, the Consolidate Mechanical vehicle pulled up and my assigned technician was Scott. I explained the situation and did my best to accurately describe the reason for my placing a request for service. Scott was professional, he removed the side panel to have access to the unit, put the meter around the wires attached to the Compressor and declared that it looks like the compressor is failing and that it should be replaced. Scott did not look at any other potential causes, he did not check the contactor or the condensing fan motor. He took a picture of the compressor and said he would complete a request and send it to AHS for approval.

On Tuesday August 3rd, 2021, I called the AHS Customer Service Number requesting information on the status of my claim and was told that the "Approval department" had not yet received the Service Report but once they did it would take them 24-48 Business Hours to review the claim. Later at approximately 1:00 PM, MST the compressor seized and stopped working. It was now over 113 Degrees and things were obviously not looking good. I called back the Customer Service line and requested to speak to a supervisor knowing that your Customer Service representatives have limited scope and abilities to help your clients. Due to the situation, I considered this an emergency situation. I am 59, my wife is 60 and our 15+ year old dog (Kramer) is going blind and deaf, and with temperature over 110 degrees projected for the next week things were not looking good. No Supervisor called me back. The next day, Wednesday August 4th, 2021, I called again in the morning, the afternoon and the evening requesting a Supervisor speak to me and no supervisor ever had the decency to call me back.

On Thursday morning August the 5th I called again to see if my request had been approved by the Almighty and All-Knowing AHS "Approval Department" and was told the preliminary notes were possible denial of the claim. 3 different Customer Service Agents confirmed this which I found unsetting and troubling since you would not send anyone out on a service call for a non-covered item in the first place. After again not receiving a call from one of your Supervisors (by this time I had been promised a telephone call no less than 6 times by 6-7 different Customer Service agents) so I decided to call the Contractor. I spoke with Robert who informed me that the first request was denied by the Approval Department because the cost estimate of the repair was too high, delaying the process by a yet another day. I was told they re-submitted the request after sharpening their pencil or reducing the parts replacement list. Robert also informed me that I would have to be responsible for the Freon. I asked about what types of freon were available and was told that AHS recommended a newer R-410A or R-22. I was specifically told that the R-22 was good for all weather but that the 410-A would not wo in temperatures over 110F, which is a problem in the Desert Southwest.

After this receiving that information from Robert, I went onto the AHS website and could not find clear information that the AHS clients/members were responsible for the cost of the Freon. At least it was not clearly expressed in print form anywhere I could see, but every Customer Service Agent confirmed that AHS was paying for 10% and that I had to pay 90% for the cost of the refrigerant. I did not have much choice and agreed I also said that due to our extreme temperatures, I would be using the R-22 Freon.

Later in the afternoon I finally received a call back from a Supervisor named Abigail. 3 days late, she finally called. I re-capped my situation and I related to her my frustrations and displeasure regarding the length of time the process had taken and that AHS was in the wrong for denying the claim and extending the approval process due to their own greed. Additionally, I explained that there was no consideration for the fact that this was a Health Emergency due to the extreme heat and that the situation was unreasonable and unacceptable for anyone to have to endure these conditions. There was no mention or offer for a Hotel to avoid the heat, no effort was made to expedite the situation or to get temporary Air Conditioning provided to my family. There most certainly was no sense of urgency from the contractor to finish the repairs asap. Instead, after hearing me out Abigail promised that she would refund the $100 Service Fee due to her inability to call me sooner and thereby causing the process to drag on. I explained that I just wanted the situation escalated and asked if there were any other service companies that could do the work because it was obvious to blind person that Consolidated Mechanical had more work orders than they had technicians. I was told no, because the process would start all over again with a new $100 Service Call. I asked about finding my own Repair Company who could complete the work sooner and be re-imbursed and she said she could fill out the paperwork for that and submit it for approval. However, being that it is now late Thursday, nothing could be submitted prior to Friday to the "Approval Department" and once it did it would be at least until Monday before I would receive an answer. Mind you, that had your company done the right thing, had the Supervisor called me within a day as I was promised numerous times by numerous Customer Service agent employed by the company, I might have already had a working AC.

On Friday August 5th late in the afternoon I called the office at Consolidated Mechanical and finally spoke with Robert. I was informed my new compressor and other Electrical components would be installed on Monday, August 9th 2021. I asked if there was any way they could install it on Saturday and was told no, that was only for Emergencies and after stating my case that not having AC for a week should count as an emergency I was told it would be Monday and I was again reminded of the cost of the freon I would have to pay prior to the technicians arriving. So, with no other choice or options we sweated like links of sausage in a smokehouse for another 72 hours of hell before new compressor and other components would be installed.

Then, on the glorious morning of Monday, August the 9th, 2021 it was actually misty and overcast in Phoenix with a high temperature only around 90 degrees. The technician arrived mid-morning and I specifically asked Sergio (Lead Tech) to please check the Condensing Fan Motor because I knew it was at least 5 years old. It took about 21/2 hours to complete the job. I asked about the Fan Motor and was told it was working great! I will later explain how that was a load of BS. I thanked them, they left, and the house began to cool down for the 1st time in over 6 days. My wife arrived home at 7:35 and as I met her in the Garage to give her a re-cap of the happy day, she said what is that noise? I listened and it was the exact same noise that prompted me to place a request for service to AHS back on 7/28/21, in fact I went out to the AC Unit, and I taped, and date stamped the sound emanating from my AC Unit using my iPhone so I could play it for the technicians.. I immediately called the contractors office and left a message with the Answering Service, and I called the Home Warranty Company. The agent I spoke with lived with Chickens and Roosters and it was virtually impossible to understand er at all. But I again asked for a Supervisor and for my claim to be escalated.

The next day (8/10/2021) I called the offices of Consolidated Mechanical, explained my dis[pleasure to Denise who transferred me to James their dispatcher. I explained my situation and asked for a technician other than Sergio. Upon hearing this James immediately copped an attitude and said "Look you are with American Home Shield; you don't get to pick and choose what technician comes to your house" I explained why I was not comfortable with Sergio since the noise happed 7-8 hours after he installed the new compressor, and I was told Sergio can be there Wednesday morning but if I wanted another technician it would be on Thursday. I said well you are not giving me much choice, why can't someone come back out today, and he said I gave you a choice, I gave you a choice, don't say I didn't give you a choice. In the long run I accepted Wednesday being the soonest possible appointment and that Sergio would be the technician.

After speaking with James, I immediately contacted AHS and complained about the service and the serving of righteous indignation I endured from their representative. I asked for a Supervisor and after an hour and a half was told one would call me. And a female supervisor actually did call me back within a few hours. I explained the situation and she said she would be forwarding my interaction with the department than interacts with your contractors. I was also told I could not request a different AHS contractor to come out and finish the follow-up call to inspect the noises and re-visit my AC Unit. I was told that I had to use Consolidated Mechanical. It is sad when you deal with enough Contractors and Sub-Contractors that I have dealt with through work and home over the years that I have been told not in exact words but "Suck it up Buttercup, we make the rules, you don't".

On Wednesday August 11, 2021, Sergio and his trainee arrived I described the issue, I played the taped recording of the noise, and he said the only thing that might make that kind of sound could only be a "Check Valve". I asked about the Fan Motor, and he again said no, your motor is good, you have a fancier motor than most people, it's not the motor. He pointed out a pipe that he said had was the check valve, however, I later learned that that are he said was a Check Valve was only a line with a fine mesh screen in it to prevent in dust or dirt to contaminate the flow of the Freon in the system. I asked him what he was going to do, and he said if he knew the check valve was bad he would have replaced it when he put in the Compressor, but nobody ever told him about the noise before. So, he said we would submit the work order request to his boss, and they would send it off to the land of the Grand Poohbah, aka the "Approval Department" for approval to replace the check valve. Sergio did not look at the Fan Motor, he did not unhook it and spin it to see if the bearings were going out or had gone out and he did not bring up the fact that the Contactor had arced, was fried, and he knew it and did nothing about replacing it when he installed the new compressor. It took 6 more business days to get approval for the Check Valve. This was due to the contractor not submitting it initially and then the according to the Customer Service representative I spoke with said the Approval Department misplaced it. to be installed because that was Sergio's diagnosis as to what was causing the same sound I originally called in to request service for my AC in the first place. So, on Friday August 20, 2021, Glenn from Consolidated Mechanical calls me back to explain that Sergio will be out Monday August 23rd, 2021, between 11:00-3:30 to install the new Valve.

On August 23rd Sergio came out, took some Amp readings from the compressor, and said the wires are running hot to the touch and he did not know why. And I said well what about the Check Valve you are here to replace, he said I am waiting to see if I can hear the sound again before I install the check valve. I said, well I do not understand, you said the Fan Motor was fine, you said because I had a "Fancy" Fan Motor, the Compressor was new so it must be the check valve but now you are not installing the check valve that was approved to be installed? What am I missing here Sergio? He said his boss told him it would take too long to recapture all of the freon, replace the Check Valve and put the freon back into the system so he was leaving because they could not hear the noise I described. I again played the taped recording on my iPhone and Sergio said and I quote "I am going to tell my boss that the compressor is malfunctioning and then when I come back out I will replace the compressor, the Check Valve and the Motor because he did not want to have to come back out to my house again. Later that evening the same, loud, obnoxious, high-pitched whining sound started coming from my AC unit 4 different times between 5;30 PM and 11:00 PM.

On August 24, 2021, I called Consolidated Mechanical to follow up on the Sergio's visit from the previous day, and to also say the same sound occurred 4 times after Sergio left the day before and I recorded them again on my iPhone. I spoke to Robert who said that the only thing Sergio put on his report was that he could not duplicate the sound. I asked him if Sergio mentioned that I had the sound taped and recorded in my iPhone and that I played it for him, and Robert told me know he did not mention it. After about 5 minutes of discussion Robert said there was nothing else he or Consolidate Mechanical could do or would do. He said I needed to call AHS and request a 2nd opinion, from a different AHS approved contractor. So………………….. I called the AHS Customer Service Number and after 23 minutes on hold an Agent came on the line. We had a 1 hour and 39 minute discussion about who would come out and how fast they could expedite things because I do not want to endure another day with no AC. I was informed that the company that would provide the 2nd opinion was J&J Fire and Ice. I asked them to expedite the request for service and was told I would have to pay $100 for the new Service Request, I said no, that Consolidated Mechanical requested the 2nd opinion. The agent them politely put me on hold, spoke to Robert and confirmed that it was a Vendor requested 2nd opinion and that I would not be charged.

On Wednesday August 25, 2021, at 8:18 AM I received a call from Andy at J&J and I explained the increasing frustrating and unending series of unfortunate events my family and I have been made to endure at the hands of both American Home Warranty and Consolidated Mechanical. Andy was terrific, he listened asked a few questions and said Larry would be out around 12:00 noon the same day to take a look at it. Larry called and arrived on time. I explained the situation, played the recordings and he said are you sure its not the Fan Motor? I explained that the technician from Consolidated (Sergio) reported than I had a"Fancy" Fan Motor and it checked out fine. So, he got comfortable under the shade of the umbrella I placed over the AC Unit and proceeded to try and diagnose the problem. He asked me where the check valve was, I pointed it out and he laughed and said that was not a check valve at all. Then, he wanted to unhook the fan wire leads that go to the Contactor and he pointed out to me where there was an obvious arcing of the Contactor, wires were burnt and to say it was a safety hazard was an understatement.

Then, after the wires were detached he removed the grate from the unit, removed the fan itself and spun the spindle/post of the Fan Motor and it maybe had 2-3 revolutions. The Fan Motor Bearings were shot, and the source of the obnoxious, high-pitched whining sound were the bearings seizing up inside the Condensing Fan Motor. Larry then replaced the Fan Motor, Replaced the Contactor, expertly cleaned the wires and put everything back together. I have not had any issues and the sound has not returned.

So, what did we glean from this three week odyssey to hell and back? First and foremost, that we may never know if the old compressor was bad or if it shorted out due to the poor condition and fire hazard caused by having a damaged contactor that was easily noticeable but ignored or disregarded by Scott and Sergio of Consolidated Mechanical. We know that neither Scott nor Sergio ever inspected the condensing fan motor. We know that the check valve that was approved to be installed never was because Robert instructed Sergio not to waste labor that he could not bill back to AHS. We now know that Sergio does not know where the check valve is located and that he was guessing. We know Sergio never mentioned to Robert, his manager that I had tape recordings of the sounds and that I played them back for him. We know that Larry from J&J Fire and Ice was an upstanding and knowledgeable professional who had the only positive customer service attitude I have seen from either AHS or Consolidated Mechanical during this process. We also learned that if the compressor was okay, but the contactor did not allow it to open fully, that I may not have need to spend over $2, 200 out-of-pocket for freon and that in my humble opinion Consolidated Mechanical is morally bankrupt because according to J&J Fire and Ice, the AHS recommended 410-A gas works just fine in the Desert and there have been no known problems with it not keeping up with outside temperatures in excess of 110 degrees Fahrenheit. Lastly, I know that me and my family were made to endure conditions that would never happen if a Home Warranty Company had both empathy and a culture that was built on exceeding the expectations of its clients and customers instead of continuing to grow and demand profit over comfort with respect to what they allow their contractor to do and how they allow them to mistreat their clients. AHS is complicit and directly responsible for hiring and allowing substandard and haphazard work be performed by poor outfits such as Consolidated Mechanical.

I contacted AHS customer service department regarding regarding a service call. This is my first and last experience with AHS. I explain my issue and was told that I have a deductible of 100.00 on service call. Premiere Appliance came to my home on July 17, 2021 to inspect my dryer. We were told by the service technician that he would have to order the part. Now a month and 10 days later August 27, 2021, no parts yet or an explanation. I've been calling for several weeks, hung up on twice, 20, 30 minutes on hold several times.

AHS customer service lied to about having some of the parts. But come to find out, neither AHS or premiere appliance had the parts yet but both companies keep passing the buck. I was so frustrated I immediately cancel my service and ask for a buy. AHS offered me 107.00 but I paid 100.00 for deductible. So! I'm stuck with a broke dryer after waiting over a month. AHS only offered me seven dollars more than my deductible. No reimbursement for mental stress or no refund on monies I've paid in monthly installments and no apology for my time and stress over the last month dealing with this crap. I'll say this! Whomever reads this review and still use AHS as your appliance warranty company. I don't know what else to say!

Robert and Stephen Cleveland
1142 Parkview Ct NE, Palm Bay, FL 32907

[protected]

On July 22, 2021 we requested service on a number of items that need repaired in our home.
Our central AC stops working for a couple hours at a time causing our home temperature to rise into the low 90s where it then stays that temperature for most of the day because of it stopping all the time. At night the temperature stays in the high 80s until around 12am. A technician from FLORIDA CONSTRUCTION AUTHORITY LLC, came out to assess the issue.

Service Request #:
[protected]

Service Professional:
FLORIDA CONSTRUCTION AUTHORITY LLC
[protected]

Service Request Date:
07/22/2021

The technician stated that we need a new motor and the duct work needed repaired and or replaced.

A technician from rex appliances came out to access the appliances and said that he needed to order parts.

We have attempted 12 times to contact FLORIDA CONSTRUCTION AUTHORITY LLC and have only been able to leave voice-mails.

The same issue has been with rex appliances, they are not returning our numerous calls.

My mother is in hospice and dying in my house. We want my mother to die a normal death at home, not dying of heat exhaustion, struggling to breathe in the heat.

This totally unnecessary situation is now in its 5th week and you have yet to resolve the issue. You have left many voice-mails with the ac company and they haven't returned your calls. You have numerous voice-mails with the appliance company as well.

We would like you to provide a room air-conditioning unit so that my mothers last days alive will not be struggling to breathe in 90 degree heat inside the house.

Please respond back to me asap. Your representatives have promised on many occasions to return our calls within 4 hours only to call back the next day around 24 hours later. They tell us that they had left a message with the contractor asking them to call back. We need to get this issue resolved asap. Think of your own mothers, would you want her last days alive gasping for air in 90 degree heat?

Robert and Stephen Cleveland

I have been trying to reach a supervisor, and am told I cannot speak with a supervisor that my issues do not warrant escalation. Darika Dennis said she would determine if my complaint warranted escalation. There is no way to speak with corporate and this person refused to answer my questions, or allow me to speak with her supervisor. For a city as large as Sacramento, CA I am being told it is acceptable to wait a week, 10 days or longer for service.

Service Request #: [protected]

Service Professional:
PRUITT'S PLUMBING, LLC
[protected]

Service Request Date: 08/14/2021

I paid the $75 service call fee and the chosen plumber wants to charge an additional $150 before he even orders the water heater. The retail price of the water heater is $219. It cost more to use American Home Shield than it does for me to do it myself. I have already been waiting for more than a week. I finally ordered the water heater from Lowes and AHS refuses to reimburse me for any of the cost. Note: this is a covered item and they already agreed to replace it. It is apparent that an American Home Shield Warranty is not worth the paper it is written on.

On July 26, 2021 I contacted AHS and requested service for my Central Air Condition Unit. It was not cooling the upstairs. A technician was sent to my home on 07/27/21. He noted the unit compressor was broken and would need to order one from AHS. On 07/28/21 the unit was ordered, On 08/12/21 the unit arrived and the contractor returned to replace the compressor and noted the wrong compressor had been ordered and sent by AHS. On 08/12/2021 the technician contacted AHS explained the wrong unit had been sent and placed the order for another compressor. As of 08/25/2021 I have not received a new compressor. I have been without my air for close to 1 month. I am located in Houston, Texas where the temperature is well in the high 90s and low 100s. I have contacted several times AHS and I am unable to speak with anyone except customer service who has no idea of ETA on the compressor. They actually cannot determine when the Compressor was ordered. They cannot reach the parts department because the wait time is >2hours and they are unable to stay on hold. I have asked for a supervisor and have been promised a call back and to date no-one has called me back. I am willing to pay for the replacement if AHS will commit to some sort of payout but again no one will respond to my request for an estimate on reimbursement. I have spent in excess of $800 on portable units out of my pocket to help cool my upstairs. My daughter lives in the upstairs, she is a nurse working many hours in the hospitals. Yet she is not comfortable in her home without air. I have been a customer of AHS for over 6 years. I have paid all premiums and co-pays timely and I am without air and no idea of when it will be replaced.
AHS has done a poor job. My grade for AHS would be an F.

My mother has been trying to get her AC fixed for more than 2 years. She is an 80-year-old woman who pays her premium to these SHIESTERS yearly with NO RESOLVE for her problem. Her AC is currently NOT working due to the freon leaking out. She has been waiting in the HEAT living in HATTIESBURG, MS, for someone to come and service her AC unit. They've taken her money for the service call with NO ONE SHOWING UP FOR THE SERVICE call. Nothing on the website is up to date, and you can't get someone on the phone without waiting for more than an hour at a time! If she paid her premium like the service they are NOT giving her, she would be DROPPED! I'm sick of dealing with you people! You are UNETHICAL!

I have 7 contracts with AHS
AHS takes my $100
Their technicians come and find reasons not to cover and ask for out of pocket money which are at times more than the cost of the appliance

My HVAC unit went completely out on July 12, 2021. I went on the AHS website to request service and paid the $75 service fee. AHS assigned a HVAC contractor, who was 2 hours away from my home. The contractor showed up on 7/20/21, and tried to diagnosis the problem without access to the inside of my home (did not call to ensure I was home). The contractor was very rude and extremely unprofessional. I filed a complaint with the BBB. I called AHS immediately and they sent out a local HVAC contractor. The new contractor came on 8/4/21. The problem was a bad compressor and possibly a coil. the unit is 12 years old. Here is where the problems start. The HVAC contacted AHS and was told it would take 2 weeks for the part to come in. on 8/17/21, my husband contacted the HVAC company to see when they would be able to come and repair the unit. We were told that AHS was giving them the "run around". My husband then called AHS and was told the part was on the way but couldn't give an ETA. My husband called back the next day and was told the part had not been ordered and tried to blame the HVAC contractor. The HVAC contractor told us they have been on hold, with AHS, for 5-6 hours. We live in the South and have 90+ degree days most of July and August. Luckily we do have 2 houses and had another home to go to. As of now, we decided to replace the HVAC at our own expense. We continue to get different answers from AHS. I have already filed a BBB complain and will be filing a complaint with the GA state's attorney general's office as well as the GA Consumer Protection Commissioner. If I can ever get someone, at AHS on the phone, I will also be canceling my plan with them.

I have been an AHS customer since February 2019. In the last year, I have put in four service requests for my A/C system malfunctioning. One was a follow up.

In 2020, the technician told me that the system was low on Freon. He charged me $300 (6 pounds) in addition to the service call fee of $100.

In June 2021, the technician replaced the fan at no charge, and informed me that the system was otherwise functioning as designed.

In July 2021, I had to pay another $100 service fee, and $200 (4 pounds) in Freon, because of a leak that the previous technician failed to find, and lied about the system functioning as designed. This technician said that he found no other leaks.

The system was still not cooling sufficiently, and he returned a week later at no charge, but could find nothing.

I then had an independent technician of my own choosing come out. He found a leak in the coil that both the other technicians sent by AHS failed to find.

Additionally, he told me that to lose 4 pounds of Freon in a year would have been a major leak, not the "small" leak reported.

So, in the last year, I've spent $500 in Freon, $300 in service fees, and $755 in monthly payments, and the problem STILL isn't solved.

I called this morning to cancel, and related the above to your representative, who then referred me to the customer retention department. I asked him if he wrote all this down in the CRM database, and he said he did.

The lady then proceeded to ask me all the same questions that the first person did. I told her that it should be in the CRM notes. All she could do was to keep reading her script. I asked for a supervisor, and she said none was available, but she could have them call me.

She also said that she couldn't close the account without the supervisor calling me, and that I would be charged a cancellation fee, at which point I told her I would not be paying ANYTHING more, as I'd already spent over $1500 on an unresolved problem.

She continued to read from her script, telling me of all the wonderful benefits I would lose if I canceled.

Later in the day, a supervisor named Gloria left me a voicemail, but no direct number to call. So, after being on hold for another 25 minutes, I hung up.

I requested the service at 4/3/2021 and a technician visited and mentioned he needed to order the item.
Today is 8/23/2021 and still waiting the part.
I've called the customer services since June 2021 and got the same answer continuously. (UNTIL TODAY)
Like "could you call back tomorrow (that is, after 24 hours later) so that we contacted the plumbing company."
I did call back again and again since June.
Then I've got
either the plumbing company did not call back or
the plumbing company was still waiting the parts.
I asked to provide me the time frame to resolve the issue or
replace the plumbing company or refund my charge.
But samething like a broken record.
"I understand your situation, but we could not provide you the timeframe, could you call back so that we could contact the plumbing company".
I could see the statements are on manual.
It seems like I order "TESLA"

AHS is totally inept. You can't speak to anyone who is in the US. The service persons AHS assigns do not work on our doorbell. We (and the service provider) have told this to AHS repeatedly--yet--AHS does not seem to have this information in their notes.

As for the A/C we told the service person that we would take a CASH OUT. We were not willing to pay $750 for the refrigerant to be removed/replaced. The unit is OLD. It will not be reliable AND AHS is too slow to respond to calls for repairs.

My icemaker has been out for over 6 weeks. It's not a parts problem that has caused the delay, it's, once again, the fact that AHS did not assign the repairs to an authorized repair person. That caused a delay of 3-4 weeks.

I assume that the icemaker will be repaired but I want evidence that the parts were ordered. Or, I will order them myself and send AHS the repair bill.

I want to use the CASH out option to replace my AC or AHS MUST repair the unit in a timely manner!

I want to call the NEC company that repairs the doorbell system or AHS can contact an authorized repair company that works on NEC.

I want proof that the parts for my icemaker has been ordered and I want the date this supposedly occurred.

Most of all, I want a person with a brain to call me to discuss these matters so that we can resolve the issues without any further undue delay. The current system to sit on the phone for hours on end is OVER!

Diane Crumley
[protected]

My next move is to take all of my notes (and all of the complaints about AHS and turn it over to an attorney for handling. I

I had a service rep come to my house on July 23, assessed the repairs on my washer. The service rep. claims they ordered the parts on August 2 through American Homeshield. I have been on the phone with the Homeshield Service Provider who could not tell me the parts were ordered nor when I would get my washer repaired. Today is August 23. I can not get any supervisor on the phone to get me any direct answers on parts ETA, what the miscommunication was since they are all in meetings. I've been on the phone with Customer Relations, Cessae, for over an hour who is giving me conflicting information. The parts were ordered on August 2 and authorized by American Homeshield and officially ordered on the 16th. Last Monday. I'm currently being transferred over to the Escalation Team. Either I'm not getting the truth from American Homeshield or you sent me a service provider that lied to me AND not giving me the service I'm paying for. Customer service can not connect me to anyone else to resolve my issue. This is horrible service that I'm paying for. I'm still waiting for my phone call.

i was told i was going my 100 dollars service back because the service on 08/17/221 was never done i had to pay all out on my own pocket talk to a manager we agreed on will give my 100 dollars ill keep the policy i loss my bank card same day i talk to manger i called back to give my new card# the lady put me on hold 10 minute will look in to it WO

Dispatch # [protected].
Air conditioner went out 8/14/21. Air conditioner guy came out monday 8/16 says we need a new Condenser and Air handling unit. Waited all week to hear something about when the new parts would be in and installed. Made numerous phone calls stating it is a emergency as we are retired ourselves but also have my 81 year old Mom lives with us. The third night my Mom had a heat event and we had to call 911. we needed to move her to a motel with air that we cannot afford. We live in Texas the house has been hitting 94 degrees.
we also have animials. I called this morning they tell me the parts will not be in until 8/30, one week from today! You have got to me kidding me!
We cannot afford a motel nor can we exist in this heat for another week. During this whole process I was not able to speak with one person here in the United States. I ask to speak with supervisor and was told there were none available and the one would call me back in 24-48 hrs.
We need an air condition installed immediately. We live it Texas. We don't have monies to keep my Mom in a Motel for another week, we have already paid 600.00 that we had to charge because we don't have it. Also part of the installation is considered a modification so we will have to come up with 1600.00 out of pocket!I have never been so upset with a company not doing there job in a timely manner and not caring if it is a emergency or not.

I put in a service request on the 16 Jun 2021 for a Aircondition repair with American home shield. The service provider assigned me for repair to Family heating and air a week later the company finally showed up for repair and found they. Needed to order a part. Two weeks later I call and ask was the part in they said yes and scheduled the appointment for the next day repairman never showed up and didn't call to let me know they wasn't coming for the repair. Another appointment was set and the repairman came out and ask and didn't bring the part for the repair. He then called the company and inquired about the part and found the part was never ordered. On the 16 Aug 2021 I again called the company and implied they would get back with me for an appointment in which they never did. I called American home shield they contacted the company and said the company will be out on the 19 or 20 Aug., again they didn't show up or called. I'm not happy with the service you have provided I ask that you send competent company's to service your client in the future. This is not good business practice

Contract # [protected] --- I paid my $75 fee on 6-8-21 for a contractor to repair my StoveTop issues. First contractor never showed up. AHS reassigned repair order to Axis Appliance who inspected the StoveTop on 6-16-21 and finally returned on 6-28-21 to repair. After installing two new burner switches and a fan switch Tech said it was fixed...however the Red "on light stayed on when the 2 burners were turned off and the fan light came on when the grill side switch was turned on. Submitted a 2nd claim and another Tech from Axis Appliance repaired the stovetop on 7-14-21, however this time when the large right front burner is turned on you cannot adjust the heat level and it stays on the highest heat level. On 8-16-21 I submitted another claim on the StoveTop, paid another $75 fee to fix what was never fixed right in the first place. Today, 8-17-21 Fleming Appliance showed up and fixed the problem with the StoveTop telling me that the two Axis Techs had incorrectly wired the 3 switches and left bare wires in the switch compartment. I had to pay the $75 service fee twice which I would expect AHS to refund on $75 fee to me.

This is been going on since July 2 no resolution supposed to be in contract relations Still without an air conditioner Supervisors don't return calls Extremely rude!.Basically it comes down to this they really do not care about their customers I've been with them for over 10 years and being treated like this amazon looks better than better At least they have a department where you can call and get some kind of resolution these guys don't care Choice home warranty seem to be better also

Service address: 113 Amethyst Stars Ave. No Las Vegas NV 89031
Name: Yvette Walton Phone # [protected] email [protected]@yahoo.com.

I have been on hold for an hour waiting for the resolution center. Every time I try to login I get a login page error. I have spoken with Mark and Grace. Originally Mark told me that Dr. Cool who was sent to do the work was not available today to send the report required to do the next step of the repair which is the Drywall. I called Dr. Cool and they said they sent it on 8/14. The pipe was repaired on 8/13 now I need the drywall replaced. I called back and now according to Grace AMS will not repair the drywall and to call my home insurance. I requested to speak to a supervisor and she declined to connect me by was to transfer me to resolutions. I am currently still on hold as I write this. A representative names Darwin finally came on the line and after another 30 mins said that the drywall repair is not covered. How was the pipe going to be fixed without removing the drywall which by the time a repair person came out had collapsed. I am not pleased at all. I have had this service for several years and when I really need it I am told that it cannot be done. I could have went with my home insurance in the beginning had your representative not stated that all would be done my your company. I will start looking for another plan that I can rely on. 2 hours spent with no help at all. I have referred your company to many people I will be sure to let them know what to expect now.

Buyers Beware! This company is a big scam and needs to be investigated considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # [protected] & contract # [protected] on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.